VODACOM SELLS A FAULTY MOBILE INSTRUMENT TO ME - WHEN REPORTED THEY CLAIM FRESH LIQUIDS FOUND

<p>This is the first correspondence i formally wrote to Vodacom Sent: Fri Feb 3 11:36:51 GMT+0 ********** </p> <p> </p> <p>Subject: CUSTOMER CARECOMPLAINTS AND ESCALATION REQUEST FOR JOB NO: ********** 7- ********** 8</p> <p> </p> <p>To whom it may concern (Manager, Executive Manager, CEO, ICASA & Ombudsman)</p> <p>Dear Madam/Sir</p> <p>I am a Vodacom customer on RED VIP Executive with ********** mobile number. I am lodging a customer complaints query and also request an escalation review process for the following job number ( ********** 7- ********** 8). Below is a list of events that took place after I purchased the phone in a voda shop:</p> <p>1. GT-19300RWAXFV, S3 Mobile unit with IMEI number ********** ********** 1 with M.S.N. RF1CA9M9Z7R was purchased on 16 November 2016;</p> <p>2. Phone description is SAMSUNG SM - J110FZWAXFV white in colour (Purchase receipt is attached for your perusal);</p> <p>3. The unit was activated, operational and ineffectively slow (freezing and subsequently hanging);</p> <p>4. A week later I found time and reported the deficiency and fault system at Vodaworld;</p> <p>5. Customer care agent attended to the phone and it seemed functional when tested and debugged;</p> <p>6. A week or days later I brought the phone again to customer care as it still had same generic faults in the operating system;</p> <p>7. Customer care agent upgrades the operating system and attends to the unit's faults;</p> <p>8. Third occasion, the same unit was brought back again as the faults were still generally influencing the functionality and operations on the system;</p> <p>9. Finally the unit was booked for repairs with the same faults as reflected in the job card dated 13th December 2016;</p> <p>10. On the 15th December, I receive a call from Vodacom repair centre informing me about fresh liquid found in the mother board of the phone;</p> <p>11. Unfortunately, I left already for vacation and I was out of town but I neglected the feedback as I knew that the phone was never in touch with water and the phone still works except the reported faults;</p> <p>12. In January 2017, I visited Vodaworld to pick up the phone and I was told the same information and shown liquid damaged pictures; (2nd week of Jan)</p> <p>13. Immediately I disputed the findings and engineering report as nonsense I then requested escalation which was done to Supervisor;</p> <p>14. I explained the situation and predicament to a gentleman Mr Bheki Sibeko (Senior) formally requesting an enquiry and escalation (3rd week of Jan) and he promised to provide feedback;</p> <p>15. 2nd Feb 2017 I visited Vodacom and spoke to Mr Thato Chauene (Supervisor) and I was given a complaints management framework for escalation but still disputing the entire process and the manner all this was handled;</p> <p>FACTS</p> <p>16. The phone was never affected by water since its purchased;</p> <p>17. Reported faults were experienced and acknowledged after the phone was activated;</p> <p>18. The phone is still operational but extremely slow, hanging and freezing with touchpad faults, switching (on/off) boot-up problem, black flickering scrambled, backlights display, blank screen sometimes, and operation system error;</p> <p>19. I acknowledge the warrant of the product from Samsung and Vodacom and aware of the limitations with regard to liquid, corrosion and oxidation with dispute as all errors and faults were experienced after activation;</p> <p>20. Most like hood is that the unit was sold to me faulty and I now have no warrant according to Vodacom and there is no return on investment;</p> <p>21. I am still a client and I purchased a dysfunctional, technical and faulty unit and process and systematic issues in warranty are proving rigid and unjust;</p> <p>22. I request an escalation of the matter till it gets resolved and or a refund</p> <p>Should this matter remains unresolved after this process, a further intervention will be explored though Ombudsman and helloPeter.</p> <p>Thanking you in anticipation.<br />Zama Tafane<br /> ********** 580</p>